Kendra Rhodes
Summary
Resourceful IT Technician offering 4+ years of experience providing support to users within various demographics. Polished in navigating desktop applications, troubleshooting, and recording technical issues. Familiar with Windows and Mac OS environments. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Customer Service Coach
Foundever
02.2021 - 06.2023
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Coordinated recruitment and placement of training program participants.
- Supervised, evaluated or referred instructors to skill development classes.
- Skilled at working independently and collaboratively in a team environment.
Help Desk Support Specialist
Sitel
Augusta, GA
03.2018 - 02.2021
- Supported customers with password resets and account customization.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Opened service tickets for clients, documenting user information and description of problem.
- Assisted customers with instructional support and product troubleshooting.
- Documented issues in bug tracking system for reporting.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Collaborated with customer service and sales colleagues to resolve issues.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
Education
Bachelor of Science - Global Business/Information Systems
Troy University
Troy, AL05.2018
Skills
- Human Resources
- Video Conferencing
- Workshop Coordination
- Training Program Development
- Employee Relations
- Leadership Development
- Participant Recruitment and Placement
- Verbal and Written Communication
- Employee Interviewing
- Strategic Planning
- Relationship Building
- Data Entry
- Clear Communication
- Skill Building
- Business Needs Analysis
- Creative Solution Development
Timeline
Customer Service Coach
Foundever
02.2021 - 06.2023
Help Desk Support Specialist
Sitel
03.2018 - 02.2021
Bachelor of Science - Global Business/Information Systems
Troy University